october 2020

wed21oct7:00 amCOPC Inc. Webinar
WFM: THE GLUE FOR SUCCESSFUL (WORK-AT-HOME) OPERATIONS

Event Details

 

  • All Customer Experience Operations strive to provide an excellent customer experience (CX). In order to achieve this, companies must provide smooth, effortless transactions and a consistent high level of service. We’ve found that most companies put the majority of effort into the areas of Quality and Issue Resolution to improve the customer experience, but where does Workforce Management fit in?
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  • Please join our next webinar, presented by Jeffrey Lijffijt, Senior Consultant for EMEA, as we explain the benefits of Workforce Management (WFM) and how it ensures a positive customer experience as the glue that brings customer and business demands together.
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  • DATE:
    Wednesday, October 21, 2020
    TIME:
    7:00 AM (US Central Standard Time) / 2:00 PM (Central European Time)
    FORMAT:
    Live Virtual Webinar via Zoom
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  • We’ll discuss how WFM teams are striking the right balance between the needs of the customer, the needs of the business and the needs of the staff. As an Operations Manager, Site Lead, Senior CX Manager or Workforce Manager you will learn how WFM and Operations work together to achieve this balance. Help your organization meet the targeted levels of service and quality your customers demand in an effective and efficient way!
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  • Key Learnings:
    • The measurements needed to ensure you have an effective WFM organization
    • How effective WFM can be as a step to reduce customer dissatisfaction through consistent delivery
    • How to use the benefits of Work-At-Home to meet your customers delivery needs without increasing cost
    • How the speed of real-time actions can have a positive impact on both short and long-term performance
    • The inputs and processes needed to understand how to manage omnichannel operations

     

  • CONTACT:
    Angela Brace
    abrace@COPC.com
    Mobile 44 (0) 7747712276
  • Time

    (Wednesday) 7:00 am CST; 2:00 pm CET

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